Singapore Airlines (SIA) has announced a three-year partnership with Qualtrics, a leader in experience management, to enhance its customer experience analytics. By utilising advanced analytics and GenAI technology, SIA aims to gain deeper insights into customer preferences and feedback across multiple channels, enabling the airline to address concerns proactively and deliver a seamless travel experience.
The collaboration allows SIA to process and analyse customer feedback more effectively, integrating advanced analytics into their customer experience strategies. Melvin Ng, Vice President of Customer Experience at SIA, stated, “By integrating advanced analytics with our customer experience strategies, we can better understand our customers’ evolving expectations, address their needs more effectively, and enhance their end-to-end journey with Singapore Airlines.”
Qualtrics’ GenAI capabilities will be explored by SIA to enhance the analysis of open-ended customer feedback, extracting more meaningful insights from written comments and suggestions. This initiative is expected to improve the overall customer travel journey.
Brad Anderson, President at Qualtrics, highlighted the importance of delivering great experiences, saying, “Companies that deliver great experiences build deeper relationships with their customers, and today’s market leaders are proven to have made this a greater priority over the last three years.”
This partnership underscores the growing demand for AI-driven experience management in the airline industry, particularly in the post-pandemic era. As consumer feedback habits evolve, airlines like SIA are prioritising the use of omnichannel insights to stay competitive and meet customer expectations.
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